Terms of service
1. Who we are
My Certs ("we", "us") is based at 2 St John St, London, EC1V 4LZ. You can contact us at support@mycerts.co. Card payments are taken by Stripe on behalf of Website Services, the business that runs My Certs, and show on your statement as WEBSITESERVIC* MYCERTS.
We are an independent service. We are not part of, or endorsed by, FENSA, CERTASS, Gas Safe Register, NICEIC, NAPIT, ELECSA, MCS, the EPC register or any council. You can request records from each of them yourself.
2. What we do
For one property in England or Wales, we:
- search the certificate registers that apply to the work you tell us about (or all of them, if you're not sure), the EPC register and, where needed, your council's building control records;
- email you our written findings within 1 working day of your order (working days are Monday to Friday, excluding bank holidays in England);
- order up to 2 official copies of the records we find, paying the register's fee ourselves; and
- send you the copies through your order page as each register supplies them.
Registers supply copies in their own time, usually within 1 to 15 working days. We pass each one on as soon as we receive it, and chase any that are late.
3. Price and payment
The price is £79 per property, paid by card when you order. It covers the search, the findings report and the official fees for up to 2 copies. There are no other charges.
If you'd like more than 2 copies, or records that carry an extra fee (for example some council building control searches), we'll tell you the exact cost first. Extras are optional, and you pay for them separately from your order page only if you choose to.
4. No record, no fee
If we can't find any of the records you asked about, we'll refund the full £79. Most registers let us search for free. If a register charges us to search for your property, we'll tell you before we use it, and only that search fee would be kept back from your refund.
If we find some records but not others, the service has been provided and no refund is due, but our findings will explain your options for anything that's missing.
5. Your part
- You confirm you own the property, or that the owner has asked you to get these records for them.
- Please give accurate details. Registers match records by address and sometimes the owner's name; we're not responsible for records we couldn't find because the details given were wrong.
- You agree we may give your name and the property address to the registers and councils we search, so they can find and send the records. Some registers (Gas Safe, for example) also post a copy to the property address.
6. Your right to cancel
You can cancel within 14 days of placing your order, without giving a reason. To cancel, email support@mycerts.co with your order reference, or use our cancellation form.
When you order, you ask us to start straight away, within the cancellation period. This means:
- if you cancel before we've finished, we'll refund what you paid, less a fair amount for the work already done and any register fees we've already paid for you;
- once we've sent your findings and ordered your copies, the service is fully performed and you no longer have the right to cancel.
We'll refund you within 14 days of your cancellation, to the card you paid with.
7. What we can't promise
- We can only find records that the registers and councils hold. Some work was never registered, and some registers keep records only from a certain date.
- Registers and councils set their own timescales and fees, and may change them.
- Our findings are information, not legal advice. Your solicitor decides what your sale or remortgage needs. We'll explain the usual options where a record is missing, such as asking the installer to register the work, a council regularisation certificate or indemnity insurance.
8. Our responsibility to you
We'll provide the service with reasonable care and skill. If we don't, contact us and we'll put it right or give you an appropriate refund. We're responsible for loss you suffer that's a foreseeable result of our breaking these terms or failing to use reasonable care, up to the total amount you've paid us for the order. We're not responsible for delays or errors by registers or councils, or for losses that weren't foreseeable. Nothing in these terms limits our liability where the law doesn't allow it, or affects your legal rights as a consumer.
9. Your documents
Copies are available to download from your order page for 90 days. Please save them somewhere safe. After that we delete our copies.
10. Problems and complaints
If you're unhappy, email support@mycerts.co. We'll reply within 1 working day and aim to resolve things within 10 working days.
11. Law
These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or of your home nation if you live elsewhere in the UK.